Student Services Specialist I (Online Student Success Coach)

Minimum requirement: Bachelor's degree in a related field or an equivalent combination of education and experience.

About the role

The Online Learning Team of the Delphi Center for Teaching and Learning at the University of Louisville is hiring two Online Student Services Specialists, who will serve as student success coaches. This is a full-time, primarily remote position with a 37.5-hour workweek. The selected candidate should reside in or near Louisville, KY, as occasional on-campus attendance will be required for training, meetings, and collaboration.

The Student Services Specialist is the primary point of contact for undergraduate students in the University of Louisville’s online programs, partnering with them throughout their academic journey to support persistence, completion, and overall success. This role involves providing personalized coaching, guidance, and resources to enhance the student experience while fostering a sense of belonging and community.

Responsibilities

• Provide personalized support to a caseload of online students by serving as a reliable point of contact, maintaining regular communication through email, phone, or virtual platforms, and offering one-on-one coaching to help students set goals, develop time management skills, navigate challenges, and achieve academic success.
• Identify at-risk students and implement proactive interventions to address barriers, collaborating with academic and support units to connect them to resources such as advising, tutoring, career services, financial aid, and mental health support.
• Implement student engagement strategies that promote participation in the online learning community and strengthen connection to the institution.
• Maintain accurate student records and understanding of university policies, student support services, and online program requirements.
• Provide feedback on student needs and experiences to support continuous improvement and student success objectives.
• Contribute to onboarding, training, and ongoing peer mentoring to ensure consistent coaching practices across the team.
• Build strong relationships with students, monitor progress, and connect them with academic and support services to ensure they have the tools needed to meet their academic goals.

Qualifications

Preferred Qualifications

• Experience in higher education student services or student success roles supporting student coaching, advising, or retention initiatives.
• Experience working with online students or in an online education setting.
• Familiarity with student information systems (e.g., PeopleSoft), learning management systems (e.g., Blackboard), and customer relationship management systems.
• Strong interpersonal and communication skills.
• Knowledge of student success strategies, student-centered support practices, and caseload management.
• Proficiency in Microsoft Word, Excel, and Office 365.

Skills

• Relationship Building & Student Engagement: Build trust, rapport, and ongoing engagement with students to support motivation, retention, and a sense of connection to the institution.
• Student Support and Academic Navigation: Guide students through academic systems and connect them to appropriate resources (advising, tutoring, financial aid, etc.) to support persistence and completion.
• Communication Skills: Demonstrate clear, compassionate, and effective communication, both written and verbal, to connect with students of diverse backgrounds.
• Case Management, Organization, and Time Management: Manage a student caseload effectively, maintain accurate records, prioritize outreach, and ensure timely follow-up and documentation.
• Data-Informed Practice and Continuous Improvement: Interpret student data and engagement trends to identify at-risk students, inform coaching strategies, and contribute to process and service improvements.
• Technology Proficiency and Systems Navigation: Display comfort and adaptability using LMS, CRM, advising systems, and digital communication tools to support student tracking, outreach, and service delivery.
• Collaboration and Knowledge Sharing: Work effectively across departments and contribute to onboarding, training, and mentoring efforts to ensure consistent and accurate student support practices.
• Motivational and Empowerment Techniques: Use coaching techniques like motivational interviewing and goal setting to help students stay motivated and achieve milestones.
• Crisis Intervention: Ability to recognize and respond to signs of student distress and refer them to appropriate resources when needed.

Schedule

This is a full-time position with a 37.5-hour regular workweek. Working hours will be scheduled as a combination of weekdays, evenings, and Saturdays based on business needs to support online student engagement and service delivery.

Pay

Targeted hourly wage is $21.02/hour.

About the Delphi Center for Teaching and Learning

The Delphi Center for Teaching and Learning seeks candidates who value teamwork, customer service, and excellence. As a teaching and learning center, the Delphi Center provides direct feedback on a regular basis to all employees through the lens of a growth mindset. The Delphi Center is driven by data, sound processes, and excellence, and is always seeking and giving feedback on one another’s work. The Delphi Center is committed to creating campus environments that support the success of all students and employees.